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Eslam Ahmed, customer service manager

Eslam Ahmed

customer service manager·EGO

Egypt

Bachelor's degree, Business And Information Technologies

Work experience

Total years of experience: 12 years, 0 months

customer service manager

September 2023 - Present

EGO

Cairo, Egypt

September 2023 - Present

• Oversee regional customer service operations across Egypt and KSA, aligning service delivery with corporate
growth targets.
• Conduct daily KPI reviews and present weekly performance audits to senior leadership.
• Designed tiered coaching frameworks that reduced onboarding time while maintaining high CSAT scores.
• Introduced automation workflows to streamline ticket routing and escalation, significantly reducing manual
intervention.
• Developed SOPs for cross-regional teams, ensuring consistency and operational efficiency.
• Built a centralized knowledge base for frontline agents, improving first-contact resolution rates.
• Enforced customer service policies that elevated both service quality and employee satisfaction.

Company industry:
Pharmaceutical Manufacturing
Job role:
Customer Service and Call Center

customer service manager

January 2023 - November 2023

indrive

Cairo, Egypt Hybrid

January 2023 - November 2023

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Regional Manager

February 2023 - September 2023

Indrive

Cairo, Egypt

February 2023 - September 2023

• Managed 120 agents across Lebanon, Egypt, and Morocco, ensuring 24/7 service stability during rapid
market growth.
• Built a centralized KPI tracking system, improving visibility into agent productivity and regional CSAT trends.
• Conducted daily KPI meetings and prepared performance reports for senior management.
• Implemented automation systems for repetitive customer interactions, reducing average handling time.
• Created region-specific SOPs, standardizing workflows while allowing operational flexibility.
• Designed and rolled out a structured knowledge management framework for frontline teams.
• Led recruitment and training initiatives, strengthening team capabilities during scaling phases.

Company industry:
Motor Vehicle Passenger Transport
Job role:
Management

Supervisor – Non-Voice / Back Office

January 2022 - February 2023

Bosta

Cairo, Egypt

January 2022 - February 2023

• Directed a 30-agent logistics support team, reducing response times through real-time queue management.
• Designed data-driven schedules aligned with peak inflow periods, increasing team output by 20%.
• Delivered 1:1 coaching focused on CSAT improvement and career development, building a high-performance
culture.

Company industry:
Distribution, Supply Chain & Logistics

Senior Team Leader – Non-Voice / Back Office

July 2020 - December 2021

Careem

Cairo, Egypt Hybrid

July 2020 - December 2021

• Reduced Agent-Driven D-Sat from 35% to 6% through rigorous performance auditing and a revised quality
feedback loop.
• Cleared a 7, 000-ticket backlog in under 60 days, fully restoring SLA compliance.
• Automated repetitive captain inquiries, achieving a 90% reduction in contact rate.
• Elevated monthly team quality scores from 65% to 90-95%.

Company industry:
Motor Vehicle Passenger Transport

Team Leader – Voice Support

September 2018 - June 2020

Careem

Cairo, Egypt Hybrid

September 2018 - June 2020

• Managed 50 agents, conducting quarterly performance reviews and structured coaching sessions.
• Identified and resolved root causes of recurring captain issues, reducing contact rate by 90% for 26% of daily
call volume.

Company industry:
Motor Vehicle Passenger Transport

Team Leader – Verification Team

January 2017 - August 2018

Careem

Cairo, Egypt Hybrid

January 2017 - August 2018

• Led 33 agents handling captain trip payments across UAE, KSA, and Egypt.
• Reduced payment cycle SLA from 2 weeks to 24 hours, ensuring zero payout disruption during the transition.

Company industry:
Motor Vehicle Passenger Transport

Call Center Agent – Global Captain Support

July 2016 - December 2016

Careem

Cairo, Egypt Hybrid

July 2016 - December 2016

• Delivered high-accuracy technical support for the global captain network, consistently achieving top-tier
individual CSAT scores.

Company industry:
Motor Vehicle Passenger Transport

Customer Service Agent – High-Value Users

June 2014 - June 2016

Etisalat Misr

Cairo, Egypt

June 2014 - June 2016

• Managed interactions for premium subscribers, consistently exceeding retention and satisfaction targets for
the elite segment.

Company industry:
Telecommunications

Education

Thebes Academy

January 2015

January 2015

Bachelor's degree, Business And Information Technologies

Egypt

Thebes Higher Institute Of Management And Information Technology

December 2014

December 2014

Bachelor's degree, Information And Technology

Egypt

Skills

AUTOMATION
Intermediate
AUTOMATION
Intermediate
CERTIFIED CALL CENTER MANAGER
Intermediate
CERTIFIED CALL CENTER MANAGER
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
QUALITY MANAGEMENT
Intermediate
QUALITY MANAGEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
WORKFORCE MANAGEMENT
Intermediate
WORKFORCE MANAGEMENT
Intermediate
Management
Expert
Management
Expert
CRM software
Expert
CRM software
Expert
Customer Care
Expert
Customer Care
Expert
Call Center
Expert
Call Center
Expert
Microsoft Office
Expert
Microsoft Office
Expert

Social profiles

Languages

English

Native Speaker

Arabic

Native Speaker